Get support

If something is not working, or you are not sure which layer or selection tool suits your report, we are happy to help. A few checks first will often answer the question, and the right details will get you a faster reply.

Before you contact us

TroubleshootingBlank maps, layers that draw nothing, selections that filter nothing and license messages. Frequently asked questionsShort answers to common questions. License keys and activationWhat each license message means and how to activate a license. Release notesCheck whether your problem is already fixed in a newer version.

If you think you have found a bug, check the version you are running in Format pane > Icon Map Slicer against the release notes. The problem may already be fixed in a newer version. The release notes explain how to test a newer version in Power BI Desktop before it reaches AppSource.

If your data does not appear as you expect, check how the visual reads your rows:

Open Format pane > Layer Manager > Open Layer Manager and look at Your data. See Check your data.

Contact support

Route	Use it for
support@icon-map.com	Problems with the visual, license activation and questions about your maps
The support page on icon-map.com	The same, through the website
sales@tekantis.com	Buying, quotes, and licenses for Embedded, Publish to web, Report Server, GCC and enterprise use
Free getting started workshop	A live session where you build your first map with us. The "What kind of map are you making?" guide in the visual links to it

If you find something in this documentation that is missing or out of date, tell us through the same support address.

What to include

The more of this you can send, the fewer questions we need to ask:

The version number, from Format pane > Icon Map Slicer.
Where the report is running: Power BI Desktop, the Power BI service, Embedded, Publish to web or Report Server.
What you expected and what happened, with a screenshot of the map and of any message on it.
The layer type and the fields in each field well.
For filtering problems: which visual should be filtered, how its table relates to the table of the * ID (required) field, and which selection tool you used.
For license problems: the message shown, and whether you use a user license or a license key. Do not post license keys in public places.
The Information for Support text, if we ask for it. See below.

A copy of the report with sample data, where you can share one, is the quickest way for us to see the problem.

Information for Support and Feedback

Two groups of the Icon Map Slicer card help support.

Format pane > Icon Map Slicer > Information for Support holds a read-only, coded trace of the license check. Copy it into your message when support asks for it.

Format pane > Icon Map Slicer > Feedback holds the telemetry switches:

Setting	What it does	Default
Opt out of telemetry	Turns off the feature usage telemetry the visual sends. No data from your report is included in it	Off
Detailed telemetry for support	Sends additional information to help diagnose an issue. Turn it on only when support asks you to	Off

Instance, in the first group of the same card, is a read-only ID for the visual that support may also ask for.

What the telemetry contains is described in Security and certification.

Known Microsoft licensing issue

A Microsoft issue prevents some users from being assigned AppSource licenses. If assigned licenses show as "Not Available" in the Microsoft 365 admin center, see License keys and activation and then contact us.

Security reviews

We support code security reviews and can release the source code under NDA for your organization's IT security team. See Security and certification.